Customer journeys are one of the most important aspects of customer engagement. The journey is a critical element of the customer experience. It helps companies understand what customers are looking for, how they search and what they buy.

Customer journey maps are a great way to see where your company stands in terms of its customer service and the quality of your product or service.

What do customers want?

When it comes to customer journeys, there are two things that are important. First, you need to know what customers want and second, you need to know how to give them what they want. There are many different types of customer journeys, but generally, they can be divided into three categories:

  • * Purchase
  • * Service
  • * Loyalty


In this category, the goal is to drive sales. A good customer journey will begin with a call to action, such as an ad, a coupon or a special offer. The call to action should be focused on driving a specific sale. For example, if you sell shoes, a call to action might include a link to buy shoes. If you sell computers, a call to action might be a link to buy a computer.


A good customer journey should also focus on providing great service. This is the category that includes the interaction between a customer and a company representative, whether through phone, email or chat. In this category, the goal is not to make a sale, but to solve a problem. The call to action should include a specific problem that needs solving.


Finally, there is loyalty. The goal here is to keep a customer happy. The call to action should focus on making the customer feel valued.

There are many ways to create a customer journey map. One option is to use a spreadsheet, with columns for each stage of the journey. Each row is a customer’s path through the journey. At the top of each column, you can write out a call to action. For example, you might write, “Buy now.” You can then list all of the steps in the journey from the beginning to the end.

You can also use a tool like Google Analytics to track customers along their journey. This is especially helpful if you have multiple channels of communication, such as email and chat.

A customer journey map can help you to better understand your customer base and improve your overall customer service.